CUSTOMER OPERATIONS SPECIALIST

How You’ll Make an Impact

• Respond to customer queries in a timely and accurate way, via phone, email.
• Identify customer needs and helping customers use specific features.
• Analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information provided from customer
• Follow up with customers to ensure their technical issues are resolved.
• Assist in training junior Customer Support Representatives.
• Proactively report and notify management team of critical system issues/bugs/outages and create tickets to appropriate team members for resolution
• Maintain documentation and proper records of work operations and decisions taken
• Facilitate technical conversations with Publisher partners to identify resolutions for technical issues

What You’ll Need to be Successful

• Must Have:  
  • 2-4 years of direct, verifiable customer support experience in a fast-paced environment
  • Strong written, verbal, and organization skills
  • Excellent problem solving, critical thinking, and analytical skills
  • Experience with enterprise social media networks
  • Strong understanding of technological platforms and web infrastructure
  • Quick learner; able to learn new technologies on own as necessary
  • Ability to work effectively cross-functionally with Product, Sales and Customer Success.
  • Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
  • Willingness to work off hours (nights and weekends) as urgent customer needs dictate
  • Committed team player with the ability to function both independently and as part of a team
  • Must be personable, friendly, and able to work efficiently under time constraints.
  • In this position, you will routinely act independently while researching and developing solutions to customer issues
  • Experience using help desk software and remote support tools
  • Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
  • The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
  • Must be willing to work onsite at KMC Armstrong Bldg, Makati City and willing to work on shifting schedule.
• Desired Skills (but not required):  
  • Experience as a Customer Support Specialist or similar CS role with an enterprise Saas provider
  • Familiarity with the MarTech industry
  • Experience working with social media platforms and listings management software
  • Experience working with local landing pages and SEO